Customer Support Specialist - Tier 1 (SaaS)

Location: Hybrid in Draper, Utah; in-office Monday, Wednesday, and Friday. Full-time schedule, typically 40 hours per week, Monday through Friday; evening or weekend coverage may be required based on team rotation and seasonality.

Company

hirify.global is a SaaS company building practice management software for accounting firms.

What you will do

• Provide customer support through email, in-app chat, and phone.
• Anticipate, investigate, and resolve customer issues with timely troubleshooting.
• Own customer issues, advocate for customer needs, and determine appropriate urgency and escalation.
• Explain software features and step-by-step navigation while identifying relevant resources and products.
• Coordinate with internal teams on technical and account-level issues.
• Improve support processes and develop knowledge of current and upcoming product features.

Requirements

• Strong written and verbal communication skills in English.
• Ability to learn software and new tools quickly, including Salesforce, Intercom, Google Suite, and Slack.
• Solution-oriented approach, organizational skills, creativity, and ownership.
• Ability to type at least 50 words per minute.
• Ability to work a consistent full-time schedule and remain professional in high-pressure situations.
• Willingness to learn about the tax resolution industry and IRS forms.

Nice to have

• Experience with support ticketing systems.
• Previous customer service or support experience.
• Two to three years of call center experience.
• Experience with accounting and tax software.

Culture & Benefits

• Flexible paid time off and 10 company holidays.
• Medical, dental, and vision coverage with HSA matching.
• 401(k) matching with immediate eligibility and 100% vesting.
• Mental health support, paid parental leave, life insurance, and disability coverage.
• Peer recognition program, company events, DEIB initiatives, and a fully stocked kitchen.
• Values include ownership, customer focus, curiosity, candor, and startup-fast execution.

Hiring process

• Application review followed by a 20-minute phone call with the People Team.
• 45–60-minute video or in-person interview with the Hiring Manager.
• Additional role-specific interviews and a final interview.